Best Buy & Geek Squad Policies

[sponkyray]

i really disappointed with geek squad program. Recently i went to fix my ipod and was told by the tech that i will receive the new one but what i got is ipod that looks totally fake then i went back to the store for exchange but they said i could not do it. Is it possible to get my old ipod fixed? or to get the store credit even less than what i paid? I bought many stuff from Bestbuy with warranty because i thought it was the best deal but now I gotta change my mind to go to buy somewhere that offer a cheaper price hopefully Bestbuy will solve my problem

thanks

[Nokia]

I'm guessing you have the GSBTP plan on your iPod, and it's either a touch or classic. You have two options: they can either repair it, which takes 2-4 weeks, or send it through Rapid Exchange, which replaces it with a refurb in 7-10 business days, which is what you got. They should've offered repair as an option.

I'm also guessing you say it "looks fake" because the silkscreening on the back is gone. This is a result of the refurbishing process, which involves a heavy buffing to remove scratches. It is a genuine iPod.

At this point, you would not be able to obtain your original iPod, as it has gone into the refurbishing process and will be used for the Rapid Exchange program.

It's extremely unlikely that the store will allow you to return it for store credit. You can trade it in, though. To find out what it is worth, go here and fill in the info.

[Aaron-GS Community Connector]

Hello sponkyray,

Nokia appears to have covered most of the basics, but there are a couple things I would like to add.  First, it’s important to understand that your iPod would only qualify for replacement if it is approved for an exchange by the manufacturer or meets the requirements of your service plan’s No Lemon coverage.  That means the unit would need to accrue three previous qualifying hardware repairs (or Rapid Exchanges) and a fourth confirmed hardware failure before it is eligible for an exchange.

Second, it’s possible that the refurbished model you received from your recent Rapid Exchange may have had its casing replaced with an aftermarket part.  If this is the case then there would not be an Apple logo on the back of the unit – only OEM parts bear this logo.

Let me know if you have any additional questions.  You can send me a private message by signing into the forums and then clicking on either my signature below or the letter icon in the upper right-hand corner of the page.